Senior Manager, Incident Reporting Centre (IRC) in Mississauga

The Global Physical Security (GPS), Incident Reporting Centre (IRC) provides continuous, 24/7 incident monitoring, intake, triage, escalation, documentation, notification, and reporting across Canada, Europe, and Asia-Pacific. The Senior Manager, Incident Reporting Centre (IRC) is accountable for the function’s strategic direction, governance, operational effectiveness, risk management, and resilience. This role establishes the operating model, priorities, standards, decision authority, and performance expectations; provides executive-level oversight of people, processes, technology, vendors, data, and controls; and serves as the senior escalation point for complex, high-risk, or enterprise-impacting matters.

Who You Are:

• Exercises sound judgment and remains accountable in complex, high-pressure, and time-sensitive situations.
• Translates complex information into clear executive-level insights, decisions, and direction.
• Leads through change, builds strong partnerships, and fosters an inclusive, accountable, and high-performing culture.
• Demonstrates resilience, strategic thinking, continuous improvement, and a strong commitment to service and operational excellence.

Key Accountabilities:

• Set the strategic direction, operating model, governance, priorities, escalation thresholds, decision rights, and performance expectations for the IRC’s 24/7 capability across Canada, Europe, and Asia-Pacific.
• Serve as the senior escalation and decision authority for complex, high-risk, ambiguous, or enterprise-impacting incidents and operational issues.
• Maintain executive oversight of operational performance, incident trends, service levels, workforce capacity, technology dependencies, data quality, and emerging risks.
• Oversee the integrity and governance of incident management tools as the authoritative system of record, ensuring incident information and supporting evidence are accurate, consistent, complete, and audit-ready.
• Oversee quality assurance, quality control testing, audit and regulatory support, evidence retention, document and distribution-list governance, and remediation activities.
• Provide executive reporting, risk insights, decision support, and recommendations to GPS leadership and enterprise partners.
• Establish governance and accountability for vendor and third-party performance, delivery, service levels, contracts, escalations, operational dependencies, and remediation of identified gaps.
• Provide business leadership for technology and process changes involving incident management, mass communications, telephony, monitoring, analytics, and reporting capabilities.
• Oversee disaster recovery, business continuity, succession coverage, and operational resilience arrangements to ensure they are established, tested, documented, and maintained.
• Define clear responsibilities, decision authority, escalation paths, and service expectations across the IRC and partner teams.
• Represent the IRC in senior stakeholder, governance, technology, and cross-functional forums, and lead sustainable improvements to operational, technology, data, and control gaps.

People Leadership:

• Build and sustain a high-performing, diverse leadership and operational team aligned with business and enterprise priorities.
• Lead and develop the IRC leadership team while maintaining strategic oversight of Shift Leads, Specialists, and operators through clear objectives, defined accountabilities, ongoing coaching and feedback, recognition, succession planning, and timely performance management.
• Assess workforce capability and capacity, lead recruitment and development, and ensure skills evolve with operational and enterprise needs.
• Foster an inclusive, collaborative, and psychologically safe environment where issues are escalated early, knowledge is shared, and teams operate with a One Team mindset.
• Lead organizational change, reinforce milestones and outcomes, and ensure compliance with human resources policies, procedures, and standards of conduct.

Qualifications:

• Progressive senior leadership experience in incident management, security operations, corporate security, crisis management, operational resilience, business continuity, enterprise risk, or a related discipline.
• Demonstrated experience leading or overseeing a 24/7 operational function within a large, complex, or regulated organization.
• Strong knowledge of incident assessment, triage, classification, escalation, documentation, notification, technical security systems, and operational reporting.
• Proven experience leading employees and operational leaders and managing vendors, third-party resources, service levels, and contracts.
• Experience with governance, regulatory requirements, audit support, control testing, quality management, evidence retention, and remediation.
• Strong executive communication, stakeholder influence, analytical thinking, and decision-making skills, with the ability to lead through ambiguity and organizational change.
• Bachelor’s degree or college diploma in security, criminal justice, political science, business, risk management, or a related field, or an equivalent combination of education and practical experience; relevant industry certifications are assets.

Hours and Availability:

Standard business hours are Monday to Friday, 9 a.m. to 5 p.m. The role requires participation in an on-call rotation and availability outside regular business hours to support significant incidents, escalations, and operational requirements.